24hr Support Lines
Many businesses operate services that require a certain level of support to their end customers. As such, operational responsibility and communication between staff can sometimes prove difficult, and what’s more, your customer could experience the same difficulty if an effective communications system is not put in place.
Crosby offer 24 hour support lines that are designed to give your customer or your internal staff a single phone number and single point of call 24 hours a day, no matter how many staff are on call behind the scenes.
Simply giving a mobile number to a customer and relying on the correct staff member to take it home with them is simply not good enough.
Mistakes will be made, problems with mobile coverage will cause issues, and customers will be frustrated with poor levels of support and could look elsewhere if you cannot provide the level of service they require.
Crosby’s 24 hour support lines allow you to create groups of staff that can be contacted on a single telephone number. Our intelligent systems will take care of which staff member is on call that day or hour, which have rang in sick and those who are the closest to the customer (if required).
Calls can go to landlines or mobiles, or even VoIP phones, or all three at the same time.
You can manage staff availability online, or they can manage themselves, again online or by text message. Additionally, you can manage your line so that:
- Calls can be directed to the person on-call or a group of people
- Calls can ring a group of support people, and connect the customer to the first person to answer
- Calls can hunt ’round robin’ style, giving each support person on-call a fair amount of calls
- Calls can be weighted based on a person’s expertise or average call duration (if required)
Any combination of the above can be created to suit. A single telephone number can be offered to your customer to handle all support enquires day and night, setup to your bespoke requirements, with or without menus, messages, and professional recordings.
